System and method for establishing automated call back using a mobile communication device

ABSTRACT

A communication system for receiving incoming communications from mobile communication devices and for initiating a call-back is disclosed. The communication system receives incoming communications from a mobile communication device, such as data requests. The data requests may be for a list of providers or companies and for a list of corresponding queues related to customer services, such as billing, for example. Further, the communication system typically includes components and queues for initiating a call-back sequence to a communication receiving device and placing an identifier associated with the communication receiving device in a user-selected queue. The communication system also determines the wait time in a queue and places an outgoing call to the communication receiving device. Also, a method for initiating a call-back to a communication receiving device is disclosed. The method includes receiving data from a mobile communication device and placing an identifier associated with a communication receiving device in a user-selected queue. The method further includes determining and sending the expected wait time in the queue to the mobile communication device. If a call back request is received from the mobile communication device, a call back to the communication receiving device is placed based upon the assigned placeholder in the queue.

TECHNICAL FIELD

The systems and methods relate to managing the queuing of clientswaiting to be connected by telephone to a service agent of a businesscommunication center. More particularly, the systems and methods relateto enabling clients to be added to a queue utilizing web servicemessaging and relate to establishing a telephony connection betweenclients and service agents on an automated basis and in an ordermaintained by a queue.

BACKGROUND

Many businesses use groups of service representatives for communicatingwith clients who initiate communications with the business, such as bytelephone calls. To most efficiently use the time and skills of eachservice representative, the service representatives may be organizedinto groups based on a skill set. For example, the groupings may bebased on the representatives ability to handle client issues such as theopening of new accounts, billing issues and customer service issues onexisting accounts.

Typically, if a client calls such a business, voice prompt menu choicesenable the calling client to identify the issue for which the clientrequires service and the client is then queued for a service agentcapable of handling the identified issue. As such, it is expected thatclients who identify the purpose of their call as a “billing issue” willbe queued for, and connected to, a service representative with theability to handle billing issues. Similarly, it is expected that clientswho identify the purpose of their call as a “customer service issue”will be queued for, and connected to, a service representative with theability to handle customer service issues.

There are problems with existing communications systems, such as contactcenters, including the following two problems. First, the voice promptmenus that are used to channel callers to the queue for the appropriategroup of service agents are exacerbating to a client at best. It takessignificant time to navigate the layered menus of voice prompts.

Second, waiting on-hold while the telephone connection is maintained inqueue for connection to a service agent is also exacerbating to a clientat best.

In an effort to reduce customer exacerbation caused by having tomaintain a connection while on-hold in queue, secondary queue systemshave been developed. A typical secondary queue system obtains atelephone number at which the calling client can be reached when aservice representative is available (i.e., a call back number). Theclient disconnects, and then, at the proper time, a call back systemestablishes a connection to the client utilizing the call back numberand couples the client to an available representative without waitingon-hold in queue. One exemplary system is disclosed in U.S. Pat. No.6,563,921 to Williams et al. which is commonly assigned with the presentapplication.

While such a system may make the experience of waiting for a connectionto a service representative slightly less exacerbating, it does notaddress the inconvenience of having to navigate an irritatingly slow andusually complicated voice prompt menu to enter the queue.

Therefore, what is needed is: i) a method and system for adding clientsto a queue in a more convenient manner; and ii) a method and system forestablishing a telephony connection between the client and the serviceagents in an automated fashion.

SUMMARY

In an embodiment, a method for a communication system that receivesincoming communications from a mobile communication device, has queues,and will call-back to a communication receiving device is used. Themethod includes receiving data from the mobile communication device(where the data includes an identifier associated with a communicationreceiving device) and determining, from the received data, a queuedesired for the identifier, where the queue is a service agent queue.The method further includes (a) determining the expected wait time inthe queue, (b) sending information to the mobile communication device,where the information includes the expected wait time in the queue, and(c) assigning a placeholder for the identifier in the queue. If a callback request is received from the mobile communication device, themethod includes initiating a call back to the communication receivingdevice based upon the assigned placeholder in the queue and placing anoutgoing telephone call to the communication receiving device.

Also, a method for use in a system that receives incoming communicationsfrom a mobile communication device and will queue a call back isdescribed.

In an embodiment, a communication system for receiving incomingcommunications from mobile communication devices and for initiating acall-back includes a sequence component that initiates a call-backsequence to a communication receiving device. In this embodiment, thesequence component is in communication with a mobile communicationdevice and, based on the communication, the sequence componentdetermines a queue and confirms a call back. The system further includesa queue component having more than one queue, where a placeholder isassigned for an identifier associated with the communication receivingdevice in the determined queue. The system also includes an expectedwait time component for determining the expected wait time in thedetermined queue. The expected wait time is provided to the sequencecomponent and the sequence component communicates information regardingthe expected wait time to the mobile communication device. The system ofthis embodiment further includes a call-back component for placing anoutgoing call to the communication receiving device, where the sequencecomponent prompts the call back component to place the outgoing call.

In addition, a computer-readable medium including instructions forinitiating a call-back sequence is described.

In an embodiment, a mobile communication device for initiating acall-back sequence includes a display screen, a processor for executinga device application and a memory for storing the device application.The device application includes a queue control, where the queue controldisplays, on the screen, an indication of a queue and obtains a userselection of the queue as a selected queue. The device applicationfurther includes an expected wait time client, where a sequencecomponent sends an expected wait time services call and receives anindication of the expected wait time, and where the expected wait timeservices call includes identification of the selected queue. The deviceapplication also includes a confirmation control to display, on thescreen, the indication of the expected wait time where a user selectionof one of a confirmation command and a cancel command is obtained. Thedevice application includes a confirmation wait time client thatgenerates a confirmation services call to the sequence component inresponse to user selection of the confirmation command, the confirmationservices call includes at least a communication receiving deviceidentifier and an instruction to add the mobile device identifier to theselected queue.

A computer readable medium including instructions for a mobile device toinitiate a call-back sequence in a communication system is alsodescribed.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram representing an exemplary architecture of asystem for sequencing mobile communication devices in a selected queueof a selected provider;

FIG. 2 is a flow-chart of a method for call back sequencing;

FIG. 3A is a flow-chart of a method for assigning a placeholder in aqueue for a call back to a mobile communication device;

FIG. 3B is a block diagram representing an exemplary architecture of asystem for sequencing mobile communication devices in a selected queueof a selected provider;

FIG. 4 is a block diagram of an exemplary queue component;

FIG. 5A is an exemplary mobile device adapted for operation;

FIG. 5B is an exemplary mobile device adapted for operation inaccordance with an exemplary embodiment of the present invention;

FIG. 6 is a table representing an exemplary provider control and anexemplary service control in accordance with an exemplary embodiment ofthe present invention;

FIGS. 7A-7D represent exemplary messaging structures packaged withtransport layer and media layer information;

FIG. 8A is a flow chart representing exemplary operation of an activeproviders service or method in accordance with an exemplary embodimentof the present invention;

FIG. 8B is an exemplary active providers data storage in accordance withan exemplary embodiment of the present invention;

FIG. 8C is a flow chart representing exemplary operation of an activequeues service or method in accordance with an exemplary embodiment ofthe present invention;

FIG. 8D is an exemplary active queues data storage in accordance with anexemplary embodiment of the present invention;

FIG. 8E is a flow chart representing exemplary operation of an expectedwait time service or method in accordance with an exemplary embodimentof the present invention; and

FIG. 8F is a flow chart representing exemplary operation of anad-to-queue method in accordance with an exemplary embodiment of thepresent invention.

DETAILED DESCRIPTION

The present invention will now be described in detail with reference tothe drawings. In the drawings, each element with a reference number issimilar to other elements with the same reference number independent ofany letter designation following the reference number. In the text, areference number with a specific letter designation following thereference number refers to the specific element with the number andletter designation and a reference number without a specific letterdesignation refers to all elements with the same reference numberindependent of any letter designation following the reference number inthe drawings.

It should also be appreciated that many of the elements discussed inthis specification may be implemented in a hardware circuit(s), aprocessor executing software code which is encoded within computerreadable media accessible to the processor, or a combination of ahardware circuit(s) and a processor or control block of an integratedcircuit executing machine readable code encoded within a computerreadable media. As such, the term circuit, module, server, or otherequivalent description of an element as used throughout thisspecification is intended to encompass a hardware circuit (whetherdiscrete elements or an integrated circuit block), a processor orcontrol block executing code encoded in a computer readable media, or acombination of a hardware circuit(s) and a processor and/or controlblock executing such code.

It should also be appreciated that the table structures represented inthis application are exemplary only and intended to show the mapping ofrelationships between various data elements. Other table structures maystore similar data elements in various manners. Further, the applicant'suse of the term “plurality” is intended to indicate not just “at leastone”, but one, two, three, or any other quantity. The applicant's use ofthe term “group” is intended to indicate not just “at least one”, buttwo, three, or more of the items within the group.

FIG. 1 is a high level schematic illustration of a system 10 for placinga mobile communication device 11 in a queue and calling the mobilecommunication device 11. The system 10 includes the mobile communicationdevice 11, a network 25, a call back component 15, a queue component 20and a sequence component 22.

The system 10 assigns a placeholder for a mobile communication device 11(or an identifier for a mobile communication device 11 such as itstelephone number or other unique network identifier) in a selected queue(not shown in FIG. 1) of the queue component 20. The system uses asequence component 22 to execute a call back sequence to a mobilecommunication device 11. When prompted, the call back component 15places an outgoing call to a mobile communication device 11. Theoutgoing call attempts to establish a voice connection with the mobilecommunication device 11.

In some embodiments, prior to allowing communication between a mobilecommunication device 11 and the system 10, the system 10 performs one ormore security checks. These security checks can be performed for avariety of purposes including to ensure that the software on the mobilecommunication device 11 is authentic and valid for use on the device andthat the device is authorized. Various software routines may be used bythe system 10 and the mobile communication device 11 to perform securitychecks. Encryption keys may be assigned to the mobile communicationdevices 11 and used for the security check.

In an embodiment, the identifier for a mobile communication device 11 isan encryption key. Each software application for communicating with thesystem 10 on a mobile communication device 11 may have one or moreunique encryption keys that are recognized by the system 10.

The network 25 (depicted by a cloud) can be any one or more of a varietyof networks. The system 10 shown can support many mobile communicationdevices 11 of various types and many queues (not shown in FIG. 1). Themobile communication device may communicate with the other componentsthrough the network using available techniques.

Referring now to FIG. 2, shown is a flow chart of an exemplaryembodiment of a method for initiating a call-back sequence in acommunication system, such as a call center or contact center, forexample. The method 200 includes receiving data from a mobilecommunication device 11 (205), determining a queue for the data (210),determining the expected wait time in the queue (215) for the data andsending the expected wait time in the queue to a mobile communicationdevice 11 (220). The method further includes assigning a placeholder forthe data in the queue (225). If a call back request is received from themobile communication device 11, the method includes initiating a callback to a communication receiving device. The method further includesplacing an outgoing call to a communication receiving device (235). Thesteps of the method may be performed in various different orders orchronology.

The communication receiving device may be any device that can receive atelephone call. The communication receiving device is often the mobilecommunication device that sent the initial data requesting a telephoneconnection.

FIG. 3A is a flow chart of an embodiment of a method 300 for assigning aplaceholder in a queue for a call back to a mobile communication device11 in a communication system. The description of the method 300 in FIG.3A also references components and routines found in FIG. 3B. The method300 of FIG. 3A includes the sequence component 22 receiving a requestfor a list of active providers from a mobile communication device 11.This may be in the form of an active provider remote processing call 48from a provider client routine 34 (305). The provider client 34 is aroutine which is part of the session queuing component 24. The activeprovider remote processing call 48 originates from the mobilecommunication device 11 and serves as the request for a list of activeproviders. The active providers may be associated with a user of themobile communication device 11. Upon receipt of the active providerremote processing call 48, the sequence component 22 launches an activeprovider routine 26. The routine generates a list of active providersassociated with the user (310) of the mobile communication device 11.

The method 300 further includes active provider routine 26 sending alist of active providers to the mobile communication device 11 via anactive providers message 50. More particularly, the provider clientroutine 34 in the session queuing component 24 receives active providersmessage 50 (315).

The method 300 further includes receiving a request for active queues inthe queue component 20 via an active queue remote processing call 52from the mobile communication device 11 (320). The active queue remoteprocessing call 52 serves as a request for a listing of active queuesassociated with the selected provider to an active queue routine orprocess 28 of the sequence component 22. The listing is populated intothe service control 40 of the session queuing component 24.

The exemplary method 300 of FIG. 3A further includes sending activequeues, via an active queues message 54, from active queue routine 28 toservice client routine 38. The service client routine 38 in this exampleis resident on the mobile communication device 11 (325). The activequeues message 54 includes active queues wherein an identifier of amobile communication device 11 may be placed.

The method 300 further includes receiving a request for the expectedwait time for receiving a call back from a provider. The expected waittime may be received via an expected wait time call 56 from the mobilecommunication device 11 (330). Upon the user selecting a queue using theservice control 40, the expected wait time client 42 generates anexpected wait time call 56 to the sequence component 22. The method 300includes the expected wait time routine 30 sending a request 62 for theexpected wait time to the expected wait time component 18 (within thequeue component 20) (335) and receiving the expected wait time 64 (340)from the expected wait time component 18.

With continuing reference to FIG. 3A, the method 300 further includessending an expected wait time message 58 to the mobile communicationdevice 11 (345). More particularly, the expected wait time message 58 issent from the expected wait time routine 30, of the sequence component22, to an expected wait time client 42 of the session queuing component24. The method 300 further includes receiving a confirmation call 60from the mobile communication device 11. More particularly, theconfirmation call originates from confirmation client 46 (part of thesession queuing component 24) and is sent to the confirmation routine 32(350) of the sequence component 22. The method 300 further includessending a request via a message 66 to the queue component 20 to adduser's identifier to the selected queue (355).

FIG. 3B is a schematic diagram of an embodiment of a telephone basedsystem 10 showing multiple mobile devices 11 a-11 d and multiplebusiness communication centers 14 a-14 c. Each business communicationcenter 14 a-14 c is typically associated with a company for which thebusiness communication center 14 a-14 c is operated. The system 10includes sequence component 22 and a session queuing component 24. Thesequence component 22 performs the call back sequencing of the mobilecommunication devices 11 a-11 d. The session queuing component 24resides within a mobile communication device 11 and can be loaded ontoeach mobile communication device 11 a-11 d.

With continuing reference to FIG. 3B, each business communication center(using business communication center 14 a for reference) may beassociated with a company and comprise a group of service agents 12.Each of the service agents 12 may be a service representative system forenabling a service representative to service a client. Morespecifically, the service representative may participate in an audiosession with a mobile communication device 11 and service the requestsof each client, or routine, of the session queuing component 24. Theservice agents 12 may be organized in a single service agent set groupedinto multiple service agent sets based on the skill set of service agentoperators (e.g., the operators of the service agents 12 at acommunication system).

In an embodiment, the business communication center 14 a has at leastone computer system including a processor operating the queue component20, and memory. In general, the queue component 20 is adapted tomaintain a group of queues 16 a, 16 b with each queue 16 a, 16 b beingassociated with one of sets 12 a, 12 b of the group of service agents12. For example the set of service agents 12 a may be associated withqueue 16 a while the second set of service agents 12 b may be associatedwith queue 16 b.

In an embodiment, the queue component 20 identifies a sequential orderof the mobile devices 11 w, 11 x, 11 y, and 11 z, which are queued forconnection to one of the service agents 12.

Expected wait time component 18 is adapted to determine an expected waittime value representing the time at which service agents 12 within theparticular service agent group are expected to be available to service aclient. The expected wait time can be calculated or determined in anumber of different ways.

The expected wait time value may represent an estimated wait timecalculated using primary estimated wait time techniques such asprojecting a wait time based on the quantity of clients in the queue andany of a historical, present, or projected time allotment for handlingeach such queued client. Alternatively, the expected wait time value maybe a function of both a primary estimated wait time calculation and await time augmentation calculation made based on service agentavailability and/or scheduled change in service agent availability asdisclosed in co-pending patent application Ser. No. 11/143,857 filed onJun. 2, 2005 and assigned to the same assignee as the present invention.Such patent application is incorporated herein by reference.

The sequence component 22 may be embodied as a web services server.

In one embodiment, the sequence component is connected to the internetand includes appropriate web services messaging systems (i.e., SimpleObject Access Protocol or SOAP) for communicating with the sessionqueuing component 24 on the mobile devices 11 a-11 d. In an embodiment,the sequence component 22 communicates with queue component 20.

The sequence component 22 may include a processor (not shown) forexecuting the web services messaging systems as well as otherapplications stored on a memory (not shown). Such other applications maycomprise an active provider routine 26, an active queue routine 28, anexpected wait time routine 30, and a confirmation routine 32.

The session queuing component 24 may include a number of routinesincluding for example, a provider client 34, a company or providercontrol 36, a queue or service client 38, a queue or service control 40,an expected wait time client 42, a confirmation control 44 and aconfirmation client 46.

It should be appreciated that each of the routines of the sessionqueuing component 24 are exemplary and for illustrative purposes. Thoseskilled in the art will recognize that the systems and functions of eachroutine described herein may be implemented by way of other permutationsof components and sub systems.

In an embodiment, the session queuing component 24 may be an embeddedapplication of a mobile communication device 11. In another embodiment,the session queuing component may be a java script, ActiveX, or othersimilar structure downloaded and executed by a browser and an applicablebrowser plug-in executing on the telephone 11. In this embodiment, thesession queuing component 24 may include a combination of the javascript or ActiveX control and components of the browser and/or theplug-in, which in combination drive operation of the session queuingcomponent 24.

In an embodiment, the session queuing component 24 communicates with thesequence component 22 using web service messages and internet protocol.In an embodiment, the session queuing component 24 obtains userselection of a provider (from a group of providers) with which the userdesires to communicate via a telephone communication session. Thesession queuing component 24 may also obtain user selection of a serviceof the selected provider (from a group of services) and an estimatedwait time representing a duration of time the user can be expected towait until connecting to the selected services. Session queuingcomponent 24 confirms, after presenting the expected wait time to theuser, that the user desires to connect to a service agent 12. Morespecifically, it confirms that the user wishes to speak with aparticular type of service agent 12. The session queuing component 24assists in placing the user in a queue for the user to receive a callback from the service agent 12 at a connection time.

The connection time may be when the user reaches the first position inthe queue (i.e., after other clients in the selected queue prior to theclient have all been connected to available service agents or abandonedtheir position in the queue selected) and a service agent becomesavailable, or at a specific scheduled time. The specific scheduled timemay be a time calculated by adding the expected wait time to the time atwhich the expected wait time was presented to the user. The specificscheduled time may also be a time selected by the user.

The term “provider” is used interchangeably with the term “businesscommunication center” or the “provider's business communication center”within this application, and the term “queue” is used interchangeablywith the term “service” or the “queue for connection to a service agentproviding the selected service.”

FIG. 4, is a block diagram of an embodiment of queue component 20. Thequeue component 20 may include primary queue 17 (ACD) adapted to queuemobile communication devices 11 while maintaining the telephonyconnection (e.g., mobile communication devices “on-hold”), a secondaryqueue component 19, a call back component 15 adapted to establish atelephony connection to mobile communication device 11 for which atelephony connection is not maintained by the primary queue 17, and anexpected wait time component 18.

The primary queue 17 may be embodied in a primary automated calldirector (ACD). In an embodiment, the ACD places in a queue clienttelephone connections which are “on-hold” waiting for a service agent12. Such an ACD may use known technology adapted to (1) receive incomingcalls from the mobile communication device 11 (e.g., establishing aclient connection with each) (2) identify which group of service agentsthe caller desires to connect (including using primary voice prompts)and (3) place the call in a queue for connection to the identifiedservice agent group. If one of the service agents 12 within a serviceagent group becomes available, the ACD connects a next client connectionfrom the queue to the available service agent 12.

The secondary queue component 19 may be coupled to a primary queue 17 asan accessory device. The secondary queue component 19 maintains thequeue position of the mobile communication device 11 in a manner thatdoes not require the mobile communication device 11 to remain “on hold”or otherwise maintain an active telephone connection with the primaryqueue 17. More specifically, for a mobile communication device 11calling the communication center utilizing the primary queue 17, thesecondary queue component 19 may (1) obtain a network address for themobile communication device 11 (e.g., a telephone network call backtelephone number or other telephone network address) and (2) write thenetwork address of the telephone connection to a record of the queuingtable (for example record 224 in the event a user of mobilecommunication device 11 a calls the communication center in a primarymanner). Further, the secondary queue component 19 may, at theappropriate connection time, (3) induce the call back system 15 toestablish a connection to the mobile communication device 11 utilizingthe call back number. Inducing the call back system 15 to establish theconnection may include generating a call back message 220 to the callback system 15.

The secondary queue component 19 may also (e.g., mobile communicationdevices 11 being added to a queue utilizing telephone system 10), obtaina network address of a telephone connection to the mobile communicationdevice 11 (e.g., a telephone network call back telephone number or othertelephone network address) via the messaging discussed above withrespect to messages 62, 64, and 66 in FIG. 3B. The secondary queuecomponent 19 may write the network address of the telephone connectionto a record of the queuing table (for example record 226 in the event auser of mobile device 11 b utilizing system 10 for being added to queue16 a), and at the appropriate connection time, induce the call backsystem 15 to establish a connection to a mobile communication device 11utilizing the call back number. Inducing the call back system 15 toestablish the connection may include generating a call back message 220to the call back system 15. The call back message 220 may includeidentification of the telephone number to which the call back system 15is to establish a telephone connection and identifying the queue 16 a,16 b and/or service agent group 12 a, 12 b to which the telephoneconnection is to be connected.

After the call back system 15 has established a connection with themobile communication device 11, it may generate a priority connection tothe available service agent 12 within the appropriate service agentgroup 12 a, 12 b.

The priority connection 222 may be a transfer 222 a of the mobilecommunication device 11 connection to the primary queue 17. Transfer 222a may occur via a command such that the primary queue 17 connects theclient to the next available one of the service agents 12 within therequired service agent group 12 a-12 b (e.g., places the client at thefront of the queue). The priority connection 222 may also be aconnection 222 b directly to the next available service agent 12,bypassing primary queue 17.

The secondary queue system 19 may comprise a secondary queue application91 and a secondary queue table 93. The secondary queue table 93maintains, for each mobile communication device 11 being handled by thesecondary queue component 19, call back information. In more detail,secondary queue table 93 may comprise a plurality of records 95. Eachrecord 95 associates a client identifier 97 with a call back telephonenumber 101 (or other network identifier) to which a telephone connectionmay be established with the subject mobile communication device 11, orother communication receiving device at a connection time 103. Secondaryqueue table 93 may also include a service agent ID 99 identifying theservice agent 120, or subset of the group of service agents to which theclient 11 is to be connected.

In one aspect, the secondary queue application 91 monitors the passageof time and, upon determining that time has advanced to the connectiontime 103 of one of the records 95 of the secondary queue table 93,drives the call back system 15 to establish a telephony connection tothe subject client. Again, the telephony connection may be a primaryPSTN connection or a telephony connection using an alternativetechnology such as VoIP.

After establishing the telephony connection, the priority connection toa service agent 12 within the required service agent group is generated.

The expected wait time component 18 may be part of the secondary queuesystem 19, part of the primary queue (ACD) 17, or a separate accessorysystem interoperating with the secondary queue system 19 and the primaryqueue (ACD) 17.

Referring now to FIG. 5A, each mobile device 11 may include userinterface 90 inclusive of display screen 92 and controls 94 (such askeys, touch panel, or other controls) for operation of controls renderedon the display screen (keys are represented), memory 96, and processor98 for executing applications encoded in the memory 96.

The applications encoded in memory 96 may include a telephoneapplication 100, and/or appropriate systems adapted to drive operationof the user interface, and the session queuing component 24.

The telephone application 100 may be adapted to signal, establish, andmaintain an audio communication session (either as the session initiatoror receiver) with remote endpoint devices over compatible networks(PSTN, VoIP, and other networks utilized for audio communicationsessions). The endpoint devices include the business communicationcenter systems 14 for signaling, establishing, and maintaining audiocommunication sessions between each service agent 12 and the businessclients, each of which may utilize one of the mobile devices 11 forcommunication with the business.

The session queuing component 24 may include a launch object 74 renderedas a “My Providers” icon on the display screen 92 and adapted to launchoperation of the session queuing component 24 upon detecting userselection of the launch object 74.

Referring now to FIG. 5B, for purposes of performing the above describedfunctions, visible objects of the session queuing component 24(following activation by selection of the launch icon 74 as depicted inFIG. 5A) include a provider control 36, a service control 40, and aconfirmation control 44.

The confirmation control 44 may include a window 44 a for confirming theidentifier of a mobile communication device 11 (i.e., the call backtelephone number utilized to establish an inbound telephone call to themobile communication device 11 or other unique “call back” identifierused to establish an audio session with the mobile communication device11), an accept control object 44 b and a cancel control object 44 c.

In an exemplary embodiment, the telephone number of the mobilecommunication device 11 may be pre-populated to the window object 44 awith the window object being active to enable the user to modify thetelephone number in the event he or she desires the call back to be at adifferent telephone station.

The cancel control object 44 c may be a selection button adapted todetect user selection. Upon detecting user selection, cancel controlobject 44 c may be adapted to terminate operation of the session queuingcomponent.

The accept control object 44 b may be a selection button adapted tolaunch the confirmation client 46 upon user selection.

Upon launch of the session queuing component 24 the visible objects ofthe session queuing component 24 may be rendered on the display screen92 as depicted in FIG. 5B.

The provider control 36 may be rendered in an active state with thegroup of providers 78 (FIG. 6) populated into its drop down menu. Fromthis menu, the user may select providers from the selected businesscommunication center. The service control 40 is shown in an activestate. The service control 40 and the confirmation control 44 may berendered in an inactive state (i.e., rendered with no populated data,inoperable, and rendered with a gray tint to indicate the inactivestate). In an embodiment, the provider client 34 (shown in FIG. 3B)populates the provider control 36 with a listing of the providers fromthe group of providers 78.

Referring now to FIG. 6, shown is an illustration of the providercontrol 36. The provider control 36 may be a drop down menu controlwhich displays a group of providers 78. From this menu, the user mayselect a provider from the selected business communication center.

The service control 40 may be a drop down menu control (as representedby 40 a, 40 b) which displays, for the selected provider, theservices/queues of a group of services/queues 80 a, 80 b associated withthe selected provider's business communication center. A user may selecta service from this menu.

Exemplary providers include Company A and Company B. For purposes ofillustration, Company A may be a utility company and its services/queuesassociated with its business communication center may include aservice/queue for reporting loss of services, a service/queue forhandling billing matters, and a default service/queue for handling othermatters.

Company B, for illustration, may be a bank and its services/queuesassociated with its business communication center may include a servicefor handling of checking, savings, or other deposit accounts, a servicefor handling credit card accounts, a service for handling mortgageaccounts, and a default service for handling other matters.

FIG. 7A, shows an exemplary embodiment of a structure for communicationsor messages passing between the mobile communication devices 11 andservice providers. In this example, the structure of an active providersremote processing call 48 is shown. The structure may be an XMLstructure 100 with applicable SOAP or other remote processing callprotocol information 102. The exemplary structure includes at least amethod identifier 104, which identifies the active provider routine orprocess 26 as the remote process, and data arguments 106 for the activeprovider routine 26. The data arguments 106 may include at leastidentification of the user.

The remote processing call 48 may be encapsulated within appropriateTCP/IP and HTTP headers and other transport layer information 108 suchas source IP address and source port number of the requesting device 11and destination IP address and destination port number of the sequencecomponent 22. Such combination may be encapsulated within appropriatemedia layer protocols 110 for transmission across physical communicationmedia via various physical layer segments interconnecting the requestingdevice 11 and the sequence component 22.

FIGS. 7B-7D show exemplary structures of other messages orcommunications within system 10 similar to that of active providersremote processing call 48. The other communications that may besimilarly structured, encapsulated, and transported may include theactive queue remote processing call 52 (FIG. 7B), expected wait timecall 56 (FIG. 7C), add-to-queue remote processing call 154, the activeproviders message 50, the active queue message 54, the expected waittime message 58, and the confirmation remote processing call 60 (FIG.7D), for example.

More specifically, referring to FIG. 8A and FIG. 8B, the active providerroutine 26 includes a looking up (at step 112) in an active providersdata store 200, a list of active providers associated with the user. Theactive providers data store 200 and may include a group of records 202,with each record associating a user ID 204 with identification of agroup of active providers 202 associated with the user ID 204. Step 114represents building an active providers message 50 (shown in FIG. 3A)for return to the device generating the active providers remoteprocessing call 48 (shown in FIG. 3A).

It should be appreciated that the above described structure andprocesses for populating the provider control 36 is exemplary only.Those skilled in the art will also recognize that the list of providerscould be obtained and stored within the mobile communication device 11.A list of providers stored within the mobile communication device 11 maythen be used for populating both the provider control 36 and the activequeue control 40. Upon a user selecting a provider from the list ofactive providers 78 rendered or shown within the provider control, theservice client routine 38 requests a listing of active queues from theactive queue routine or process 28 of the sequence component 22. Theservice client routine 38 populates the service control 40 with alisting of active queues associated with the selected provider.

More specifically, referring to FIG. 8C and FIG. 8D, the active queueroutine or process 28 includes looking up (at step 126) in an activequeues data store 208, a list of active queues associated with theselected provider. The active queues data store 208 may include a groupof records 210, with each record associating a company ID 212(identifying a provider) with identification of a group of active queues214 associated with the company ID 212. The build active queues list(step 128) represents building an active queues message 54 (describedabove) for return to the device generating the active queue remoteprocessing call 52 (described above).

Upon receipt of the active queues message 54, by service client routine38, the service control 40 is populated by the list of active queues 80a as discussed with respect to FIG. 5B and FIG. 6.

It should be appreciated that the above described structure andprocesses for populating the service control 40 is exemplary only. Thoseskilled in the art will also recognize that lists of active queues foreach provider could be obtained and stored within the mobilecommunication device 11 utilizing one or more remote processing callsprior to user selection. As such, list of providers and active queuesstored within the mobile communication device 11 may then be used topopulate both the provider control 36 and the active queue control 40.It is further envisioned that both the provider control 36 and theservice control 40 may be combined within a single control listingcombinations of a provider and a service.

More specifically, referring to FIG. 8E, the expected wait time routineor process 30 includes obtaining (at step 134) from the expected waittime component 18 associated with the selected queue of the selectedprovider, the expected wait time for the selected queue. Such step mayinclude sending a remote processing call to the expected wait timecomponent with data arguments (of the remote processing call) includingidentification of the selected queue. The return expected wait time tocalling device (step 136) represents the expected wait time component 18building an expected wait time message 58. The expected wait timemessage can then be sent to the device generating the expected wait timeremote processing call 56.

Referring back to FIG. 5B, upon receipt of the expected wait timeresponse message 58, the expected wait time value 148 identifying theexpected wait time duration of time is rendered on the display screen asdepicted by reference numeral 82. Following display of theidentification of the duration of time, the confirmation control 44 maybe activated for obtaining user input.

As discussed, the confirmation control may include a window 44 a forconfirming a telephone number of the mobile device (i.e., the telephonenumber utilized to establish an inbound telephone call to the mobiledevice 11), a confirmation control 44 b and a cancel control 44 c.

In an exemplary embodiment, the telephone number of the mobile device 11may be pre-populated to the window object 44 a with the window objectbeing active to enable the user to modify the telephone number in theevent he or she desires the call back to be at a different telephonestation.

The cancel control 44 c may be a selection button adapted to detect userselection. Upon detecting user selection, the cancel control object maybe adapted to terminate operation of the session queuing component.

The accept control object 44 b may be a selection button adapted tolaunch the confirmation client 46 upon user selection.

The confirmation client 46 (shown in FIG. 3A) may be adapted to send aconfirmation remote processing call 60 to the sequence component 22 viathe message structure described above. In this instance, the dataarguments may include at least the identification of a telephone numberor other telephone network address or the communication receiving deviceor mobile communication device 11 that the user desires for use in theconnection to the service agent. Typically such identification will be aPSTN telephone number that the provider systems will use as a “call backnumber” to establish a telephone connection between the user and aservice agent at the appropriate call back time.

Further, the arguments of the confirmation remote processing call mayinclude identification of the selected provider and selected queue whichthe user desires to join. Alternatively, the arguments may include asession ID matched to previous remote processing calls such that thesequence component may determine the selected provider and selectedqueue which the user desires to join.

More specifically, referring to FIG. 8F, the confirmation routine orprocess 32 includes (at step 216) generating an add-to-queue instruction217. The instruction may include for example, a queue ID of the selectedqueue and the call back number (e.g., the telephone network identifierof the mobile communication device 11) in a format compatible fortransmission to the selected business communication center's systems.The step 218 of passing the add-to-queue instruction 217 to the queuecomponent 20 of the selected provider is shown in FIG. 8F. This stepincludes packaging the SOAP formatted add-to-queue instruction withapplicable transport layer and media layer for transmission as discussedabove. Upon receipt, the queue component 20 of the selected provider mayadd the user to the selected queue.

The above described system represents an exemplary embodiment of aconnection system for sequencing mobile device identifiers in a selectedqueue for connection to a service agent of a group of service agents ata business communication center. The present invention includes all suchequivalents and modifications, and is limited only by the scope of thefollowing claims.

1. A method for a communication system that receives incomingcommunications from a mobile communication device, has queues, and willcall-back to a communication receiving device, the method comprising:receiving data from the mobile communication device, wherein the dataincludes an identifier associated with a communication receiving device;determining, from the received data, a queue desired for the identifier,wherein the queue is a service agent queue; determining the expectedwait time in the queue; sending information to the mobile communicationdevice, wherein the information includes the expected wait time in thequeue; assigning a placeholder for the identifier in the queue; if acall back request is received from the mobile communication device,initiating a call back to the communication receiving device based uponthe assigned placeholder in the queue; and placing an outgoing telephonecall to the communication receiving device.
 2. The method of claim 1,wherein one device is both the mobile communication device and thecommunication receiving device.
 3. The method of claim 1, furthercomprising: performing a security check of the communication receivingdevice; and wherein the identifier is an encryption key.
 4. The methodof claim 1, wherein the identifier is a telephone number.
 5. The methodof claim 1, wherein the identifier is a network address.
 6. A method foruse in a system that receives incoming communications from a mobilecommunication device and will queue a call back, comprising: receiving arequest for a list of active providers from a mobile communicationdevice, wherein the request is received using a network; generating,using a processor, a list of active providers associated with a user ofthe mobile communication device; sending, using the network, a list ofactive providers to the mobile communication device; receiving, from themobile communication device, a request for an identification of activequeues; sending, using the network, a data message to the mobilecommunication device including a list of active queues; receiving, fromthe mobile communication device, a request for an expected wait time;sending, to a queue component, a message requesting the expected waittime; receiving, from the queue component, the expected wait time;sending, using the network, the expected wait time to the mobilecommunication device; receiving, from the mobile communication device, aconfirmation, wherein a call back is confirmed; and sending a request toadd an identifier to a queue of the queue component, wherein theidentifier identifies either a telephone number or a network address, sothat a call back will occur.
 7. A communication system for receivingincoming communications from mobile communication devices and forinitiating a call-back, the system comprising: a sequence component thatinitiates a call-back sequence to a communication receiving device,wherein the sequence component is in communication with the mobilecommunication device and, based on the communication, the sequencecomponent determines a queue and confirms a call back; a queue componenthaving more than one queue, wherein a placeholder is assigned for anidentifier associated with the communication receiving device in thedetermined queue; an expected wait time component for determining theexpected wait time in the determined queue, wherein the expected waittime is provided to the sequence component and the sequence componentcommunicates information regarding the expected wait time to the mobilecommunication device; and a call-back component for placing an outgoingcall to the communication receiving device, wherein the sequencecomponent prompts the call back component to place the outgoing call. 8.The system of claim 7, wherein the identifier is the telephone number ofthe communication receiving device.
 9. The system of claim 7, whereinthe identifier is the network address of the communication receivingdevice.
 10. The system of claim 7, wherein the sequence component isoperably connected to the queue component and further comprises: aprocessor; and one or more memory devices for storing instructions for:receiving data from the mobile communication device, wherein the dataincludes the identifier associated with the communication receivingdevice; determining, from the received data, the desired queue for theidentifier, wherein the queue is a service agent queue; determining theexpected wait time in the queue; sending information to the mobilecommunication device, wherein the information is the expected wait timein the queue; assigning the placeholder for the identifier in thedesired queue; and if a call back request is received from the mobilecommunication device, initiating a call back to the communicationreceiving device based upon the assigned placeholder in the queue. 11.The system of claim 7, wherein the queue component comprises: a queueadapted to identify a sequential order of mobile communication deviceswhose identifiers are queued for connection to a service agent group.12. The system of claim 7, further comprising at least one businesscommunication center associated with at least one active provider. 13.The system of claim 7, wherein the communication receiving device is amobile communication device.
 14. The system of claim 7, wherein thecommunication receiving device is a telephone.
 15. The system of claim7, wherein the mobile communication device is the communicationreceiving device.
 16. A computer-readable medium including instructionsfor initiating a call-back sequence, said instructions comprising:receiving data from a mobile communication device, wherein the datacomprises an identifier associated with a communication receivingdevice; determining, from the received data, a queue desired for theidentifier, wherein the queue is a service agent queue; determining theexpected wait time in the queue; sending information to the mobilecommunication device, wherein the information is the expected wait timein the queue; assigning a placeholder for the identifier in the queue;and if a call back request is received from the mobile communicationdevice, initiating a call back to the communication receiving devicebased upon the assigned placeholder in the queue.
 17. The computerreadable medium of claim 15 further comprising: a provider client forgenerating a call to the sequence component for receiving a list ofactive providers from the sequence component; a provider control fordisplaying the identification of at least two active providers andobtaining user selection of one of the active providers; and wherein theindication of the queue displayed by the queue control is a queueassociated with the selected one of the active providers.
 18. Thecomputer readable medium of claim 15, wherein the identifier is anetwork address.
 19. The computer readable medium of claim of claim 15,wherein the identifier is one of a telephone number and an encryptionkey.
 20. The computer readable medium of claim 15, wherein the mobilecommunication device is the communication receiving device.
 21. Acomputer-readable medium including instructions for initiating acall-back sequence, said instructions comprising: receiving a requestfor a list of active providers from a mobile communication device;generating a list of active providers associated with a user of themobile communication device; sending the generated list of activeproviders to the mobile communication device; receiving a request foractive queues from the mobile communication device; sending to themobile communication device a message including a list of the activequeues; receiving a request for expected wait time from the mobilecommunication device; sending, to a queue component, a messagerequesting expected wait time; receiving, from the queue component, theexpected wait time; sending the expected wait time to the mobilecommunication device; receiving, from the mobile communication device,confirmation of a call back; and sending, to the queue component, arequest to add an identifier to a queue of the queue component.